Organized Senior Manager committed to excellence with over 14 years of strategic goal and key objective development experience. Leverages skills to cultivate and grow relationships with key clients and major enterprise portfolios. Skilled in various industry best practices for process improvement and automation.
Hi, I’m
Dinesh Putti
IT Professional
Bangalore
Summary
Overview
14
years of professional experience
9
Certification
Work History
Simplilearn
Senior Program Manager
12.2021 - Current
Job overview
- Manage rapidly growing team of LSMs & PMs
- Create efficient and effective delivery architecture which will drive results on operational efficiency through BPA and achieve exceptional customer experience
- Collaborate with relevant stakeholders and implement better processes and procedures
- Track key metrics and KPIs with Operational Excellence
- Be voice of change to drive better product and platform experiences for customers.
Whatfix
Professional Services Project Manager
12.2019 - 08.2020
Job overview
- Own and lead customer engagement in designing framework for efficient implementation of SAAS solutions for customers
- Manage multiple stakeholders and accounts under implementation of product
- Starting from kick-off meetings, requirement gatherings, project planning, milestones, communications management (RACI), Deliverables, SLAs and KPIs
- Identified implementation areas that can be automated and work with product and engineering team for automation.
- Identified plans and resources required to meet project goals and objectives.
Automation Anywhere
Implementation Manager
01.2019 - 11.2019
Job overview
- Lead end to end project in collaboration with client project manager to successful deployment of RPA solutions (on premise)
- Follow scrum and agile principles, daily scrum and servant leadership
- Communication management (RACI), Risk Management and Stakeholder Management
- Manage priorities, scope, timeline, goals, and key milestones.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
Sonata Software
Customer Success Manager
09.2016 - 01.2019
Job overview
- Post-sales relationships with NPS as major KPI
- Single POC for enterprise (B2B) accounts of Microsoft Azure
- Identify opportunities and leverage adoption from cloud usage perspective
- Client onboarding, QBR with c-level and mid to junior level
- Trusted advisor ensuring customers are successful in their cloud vision
- Proactive monitoring and escalation management.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Deloitte
Major Incident Manager
05.2013 - 08.2016
Job overview
- Following ITIL process guidelines, ensure process activities are followed with respect to IM.
- Attend Daily Service Review calls, bridge calls and coordinate with other teams cross- functionally to resolve P1 Incidents with no or minimal impact,
- Schedule one-on-one sessions to address possible blockers and improve team’s performance.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
JPMorgan Chase & Co
Incident Management Specialist
12.2011 - 05.2013
Job overview
- Salesforce tickets queue moderation and assign based on priority and severity
- Quality analysis and coach team on cases worked, improve process efficiency and utilization
- Following ITIL process guidelines of Incident Management and conducted post-resolution reviews with team members.
Inuit Technology
Escalation Lead
02.2008 - 09.2011
Job overview
- Perform as primary interface for Global Management with regards to customer escalations
- Focus on problem avoidance in escalation process
- Collaborate with infrastructure functions required in escalations management.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Xaviers Institute of Business Management StudiesHyderabad
MBA from Project Management and Operations
Management
06.2016
University Overview
Nagarjuna UniversityGudivada
Bachelor of Science from Computer Science
04.2007
University Overview
Skills
- Thought Leadership
- Project Management
- Service Delivery Management
- Business Process Efficiency and Improvement
- Expertise in ITIL and PRINCE2
- Operational Efficiency and Excellence
- Certified Customer Success Manager
- Agile and Scrum Methodologies
- Software Implementation Management
- Communication and Risk Management
- Priority and Time Management
- Succession Planning (helping clients succeed)
Certification
- ITIL
- PRINCE2 Foundation & Practitioner
- Scrum Fundamentals Certified (SFC) - SCRUM study - Accreditation Body for Scrum and Agile
- Six Sigma White Belt Certification - The Council for Six Sigma Certification (CSSC)
- Lean Six Sigma White Belt Certification - The Council for Six Sigma Certification (CSSC)
- Customer Success Manager Advanced Certified Professional - Pulse Academy by Gainsight
Timeline
Senior Program Manager
Simplilearn
12.2021 - Current
Professional Services Project Manager
Whatfix
12.2019 - 08.2020
Implementation Manager
Automation Anywhere
01.2019 - 11.2019
Customer Success Manager
Sonata Software
09.2016 - 01.2019
Major Incident Manager
Deloitte
05.2013 - 08.2016
Incident Management Specialist
JPMorgan Chase & Co
12.2011 - 05.2013
Escalation Lead
Inuit Technology
02.2008 - 09.2011
Xaviers Institute of Business Management Studies
MBA from Project Management and Operations
Management
Nagarjuna University
Bachelor of Science from Computer Science
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